#107 How to Turbocharge Your CX: DTC Marketing Learnings from Mr. Beast's Feastables on Chatbots, SMS, & Retention with Jess Cervellon
Jess Cervellon, VP of Customer Experience at Feastables, explains how she leveraged her SaaS background to build a scalable CX program for Mr. Beast’s CPG brand. She details the strategic use of chatbots via Certainly and SMS to deflect 80-90% of support tickets, allowing Feastables to maintain a small internal team despite massive volume. Cervellon also discusses the importance of community activation during the Walmart national launch and shares lessons on leadership and operational security.